Customer Service Representative

1 week ago

Taguig, National Capital Region, Philippines PH Global Jet Express Inc. (J&T Express) Full time ₱200,000 - ₱250,000 per year

ABOUT THE COMPANY

J&T Express Philippines is a leading logistics and courier service company committed to providing fast, reliable, and affordable delivery solutions across the country. Established in the Philippines in 2019, J&T Express is part of the international J&T Group, a global logistics network operating in multiple countries across Southeast Asia, the Middle East, and beyond.

Driven by technology and innovation, J&T Express offers nationwide coverage with over a thousand branches and hubs strategically located to ensure efficient parcel handling and timely deliveries. Our services cater to individual customers, e-commerce platforms, and business clients, empowering them with seamless logistics support and real-time parcel tracking.

At J&T Express, we live by our core values of
efficiency, integrity, and customer satisfaction
, continuously striving to connect people and businesses through our dependable delivery network. Our mission is to make logistics accessible and convenient for everyone, anywhere, and anytime.

ABOUT THE ROLE

Customer Service Representative is responsible for managing customer queries and complaints via our company hotline, social media, and email channels. CSR also processes modifications on the route or parcels and escalate complaints across a number of communication channels.

RESPONSIBILITIES

  1. Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  2. Answer calls and email based on customer inquiry.
  3. Responding promptly to customer inquiries.
  4. Communicating with customers through various channels.
  5. Acknowledging and resolving customer complaints.
  6. Keeping records of customer interactions, transactions, comments, and complaints.
  7. Communicating and coordinating with colleagues as necessary.
  8. Providing feedback on the efficiency of the customer service process.
  9. Ensure customer satisfaction and provide professional customer support.
  10. Monitor delivery status, update client information and transaction activity in the system.
  11. Process transaction in the system – Orders, form and application.
  12. Identify issue to escalate to supervisor's/team leaders.
  13. Complete call logs and reports.
  14. Verify customer information and instruction.

QUALIFICATIONS

  1. College level or short course/vocational diploma or equivalent
  2. At least 1 year relevant work experience in Customer Service or similar field preferred.
  3. Experience in E-Commerce, Logistics, or BPO is a plus.
  4. Familiarity with CRM systems, SalesForce or Zendesk

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